Senior Customer Success Manager, OpenGov

$145-180k

OTE

OTE includes base plus a portion of variable compensation that is earned based on company and individual performance

Salesforce

GSuite

Senior and Expert level

San Francisco Bay Area

Some travel required

Cloud ERP software for the public sector

Open for applications

Cloud ERP software for the public sector

501-1000 employees

B2BEnterpriseAnalyticsSaaSData IntegrationCloud Computing

Open for applications

$145-180k

OTE

OTE includes base plus a portion of variable compensation that is earned based on company and individual performance

Salesforce

GSuite

Senior and Expert level

San Francisco Bay Area

Some travel required

501-1000 employees

B2BEnterpriseAnalyticsSaaSData IntegrationCloud Computing

Company mission

To power more effective and accountable government.

Job

Company

Role

Who you are

This is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scale
Senior SaaS Experience: 5+ years of account management, customer success, or sales experience, ideally within a complex technology, finance, or accounting SaaS environment
Proven Over-Achievement: A consistent track record of exceeding quarterly retention and revenue goals
Executive Presence: Outstanding communication, negotiation, and presentation skills, with a demonstrated ability to build collaborative relationships at the executive level
Industry Knowledge: Rapid ability to master OpenGov’s product verticals, including local/state government, special districts, and higher education
Technical & Business Acumen: Highly proficient in Salesforce, G-Suite, and modern CS platforms; able to translate technical features into business outcomes
Education: Bachelor’s degree required; Sales training methodologies (e.g., MEDDIC, Challenger) or a Graduate Degree is a major plus
Travel: Willingness and ability to travel as required to meet customers and lead regional events

What the job involves

As a Senior Customer Success Manager at OpenGov, you are a cornerstone of our field leadership team
You will manage our most complex, high-stakes enterprise relationships, ensuring long-term health, churn prevention, and expansion within your assigned portfolio of ~20 accounts
Beyond managing your own portfolio, you will partner with Sales and Product leadership to refine our go-to-market strategy and serve as a mentor to the broader CS organization
Portfolio Ownership: Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer base across OpenGov’s portfolio of products
Solution Prescription: Leverage comprehensive customer success plans to help align OpenGov’s products to customers’ unique goals, driving predictable adoption, retention & expansion
Executive Influence: Proactively identify and connect with senior stakeholders—including Finance Directors, City Managers, and Council Members—to align OpenGov’s value with their strategic initiatives
Cross-Functional Leadership: Work as a bridge between customers and OpenGov’s Product and Field leadership to drive product improvements and resolve high-priority escalations
Customer Advocacy: Manage and advocate for a large list of accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management
Community Building: Travel to engage customers in person and lead regional user groups to accelerate product value and foster a community of power users
Operational Excellence: Complete advanced OpenGov training to become an expert in our unique sales approach and product messaging, then apply those insights to mentor junior CSMs

Our take

As the world digitises, governments must innovate their operations to deliver the highest standard of service. OpenGov offers cloud software products to help governments manage performance, improve budgeting, and visualise operational intelligence, as well as providing comprehensive open data.

OpenGov is the leader in local government software. Its cloud-based products, which aided a number of public agencies through the pandemic, include citizen services, procurement, budgeting and planning capabilities - made comprehensive by a series of strategic acquisitions. The company's coherent and integrated software solution significantly reduces the stress on government systems, allowing them to work smarter and better for their citizens.

OpenGov serves over 1,600 governments across the US and continues to secure new clients. It has also made several partnerships towards improving its range of services, which will enable it to remain a powerful tool for governments wishing to digitally transform.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

10% employee growth in 12 months

Glassdoor (3.3)

Company

Funding (last 2 of 8 rounds)

Feb 2022

$50m

LATE VC

Oct 2021

$50m

LATE VC

Total funding: $228m

Company benefits

Work from anywhere
Unlimited vacation
Mission-driven colleagues
World-class healthcare
Professional development

Company HQ

China Basin, San Francisco, CA

Leadership

Zachary Bookman

(Co-Founder & Chairman)

Prior to co-founding OpenGov, was a Principal for Formation 8 and a Special Advisor with ISAF in Afghanistan, focusing on rule of law and governance.

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